Payment Analyst

3 days ago

Manchester, United Kingdom TalkTalk Full time

The Billing Operations Analyst is a fundamental part of our Bill & Pay Operations team in TalkTalk Consumer, the role assures the Consumer fixed line and mobile base bill runs. Day to day you will assure bill runs, completing daily, weekly and critical,complex live-1 tasks that support TalkTalk to accurately bill the base.
We are on an encouraging trajectory, reducing costs and improving our customer experience (NPS) but there is a huge amount still to do, and the Billing Operations analyst role has a pivotal role to play in ensuring a positive customer experience, as well asdriving process improvements across the team.

The Billing Operations Analyst will
- Assure and sign off all consumer and mobile bill cycles.
- Be an SME for the Bill & Pay Managers and Change Manager, offering pro-active input across Billing, Payments and the wider team.
- Reporting to the Billing Manager (Assurance and Credits) provide trend analysis for the bill runs including commercial and financial reconciliation against expectations and targets.
- Manage the bill cycle processes, ensuring they are completed accurately and on time.
- Understand the impact of any changes to the billing system(s) and processes, and to support with manual workarounds where needed until fixes can be implemented.
- Identify revenue leakage and recommend solutions to improve revenue billed, including crediting or debiting affected accounts.
- Identify any discrepancies in datasets and have the ability and drive to investigate those differences to propose and implement solutions.
- Answer complex and escalated billing queries from other areas of the business, reviewing themes and identifying improvements that are necessary.
- Manage the Employee discount queries, processing and tracking, ensuring a first class experience for our internal customers.
- Liaise with Incident Management and Bill & Pay Managers when incidents impact on billing by providing appropriate input.
- Develop a clear understanding and awareness of upcoming project work and how those projects will impact on billing, communicating risks clearly to stakeholders.
- Provide billing expertise across the Bill & Pay team(s) and other departments to ensure knowledge is shared, billing is better understood and information updated to stakeholders.
- To be available for weekend on-call & bill run responsibilities a minimum of 1 week in every 4.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culturewhere you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

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